Major Incident and Problem Manager

PurpleBlue Technologies; Pretoria; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

PurpleBlue Technologies in Pretoria seeks a Senior Major Incident & Problem Manager to lead incident response, drive problem management, and coordinate cross-functional teams to restore services quickly. You will chair war-room sessions, provide regular updates, and ensure RCA actions are implemented on time.

The role requires ITIL-aligned experience, strong leadership, and proven ability to manage critical incidents and vendor coordination in a high-availability environment.

Qualifications

• ITIL-aligned environments
• High-availability ICT operational environments
• Experience coordinating cross-functional technical teams and war-room scenarios
• ITIL certification preferred

Responsibilities

• Lead, coordinate and manage all Major Incidents and Problem Management activities
• Chair all Major Incident war-room/SWAT calls
• Provide stakeholder updates every 2 hours until resolution
• Ensure 90–100% SLA compliance in escalation and coordination
• Conduct proactive problem management by analysing incident trends
• Ensure RCA reports completed within SLA timeframes
• Implement RCA recommendations within timelines
• Update knowledge base with known errors and lessons learned
• Update CMDB entries for Major Incident/Problem closure
• Coordinate third-party supplier activities related to Major Incidents and Problems

Skills

ITIL v4

CMDB usage

ServiceNow/Remedy

Executive-level reporting

Crisis communication

SWAT leadership

Escalation authority

Decision making

Trend analysis

RCA methodologies

SLA governance

Education

ITIL certification preferred

Tools

ServiceNow

Remedy

CMDB

Job description

Head of Service Delivery

01 December 2025

[e-mail]

1. PURPOSE OF THE ROLE

The Major Incident & Problem Manager is responsible for leading, coordinating, and managing all Major Incidents and Problem Management activities to ensure rapid restoration of services, minimise business disruption, identify root causes, and implement long-term corrective actions in alignment with contractual SLA requirements.

2. KEY RESPONSIBILITIES

• Ensure 100% of Major Incident calls are logged within 30 minutes of declaration.
• Lead and chair all Major Incident war-room/SWAT calls.
• Provide stakeholder updates every 2 hours until resolution.
• Ensure escalation, coordination and technical team participation 90–100% compliance with SLA.
• Conduct proactive problem management by analysing incident trends.
• Ensure Root Cause Analysis reports are completed within SLA timeframes.
• Implement approved RCA recommendations within agreed timelines.

C. Reporting & Governance

• Produce all required reports including:
  • Number of major incidents
  • Trend analysis
  • Open problems
  • Service performance insights
• Publish meeting minutes and action logs within one hour after SWAT sessions.

D. Knowledge & Configuration Management

• Update Knowledge Base with known errors, solutions, and lessons learned.
• Ensure CMDB entries are updated for every Major Incident/Problem closure.

E. Third-Party & Vendor Management

• Manage and coordinate third-party supplier activities related to Major Incidents and Problems.

3. MEASURABLE PERFORMANCE INDICATORS (SLAs)

Deliverable Target

Call logging of Major Incidents 100% within 30 minutes

SWAT Team Mobilisation Within 1 hour of incident declaration

Communications Updates Every 2 hours until full resolution

RCA delivery 100% within SLA

Implementation of RCA Recommendations 100% within agreed timelines

Stakeholder Action Item Lists Distributed within 1 hour after SWAT meetings

Source: SLA performance requirements.

4. REQUIRED EXPERIENCE & QUALIFICATIONS

Minimum 5–7 years’ experience in:

• ITIL-aligned environments
• High-availability ICT operational environments

Experience coordinating cross-functional technical teams and war-room scenarios.

ITIL certification preferred.

5. KEY SKILLS & COMPETENCIES

Category Skills Needed

Technical ITIL v4, CMDB usage, ServiceNow/Remedy or equivalent

Communication Executive-level reporting, crisis communication

Leadership SWAT chairing, escalation authority, decision making

Analytical Trend analysis, RCA methodologies

Governance SLA enforcement, compliance tracking, reporting

6. BEHAVIOURAL EXPECTATIONS

• Calm under pressure and confident decision-maker
• Strong leadership and stakeholder influence
• Ability to drive accountability across multiple teams
• Focus on continuous improvement and prevention culture

7. WORKING CONDITIONS

• Must be available for after-hours escalation for Priority 1 (Major) incidents.
• May be required to work extended hours during critical service disruptions.